I think the following is far more likely...
1) AT&T has higher overhead (at this point in time than the other carriers) due to other partnerships, building, etc.
2) While there may be a retention policy in place for customer service reps to view, said policy is rather vague and left (ultimately) to the discretion of local management, which has to weigh said policy against other customer / employee quotas. As such, there is very little room for negotiation between the customer service reps and the subscriber.
3) Acquiescing to every customer call for a lower rate negatively affects the dollar line as well as the customer perception line. Customers (and prospective customers) will come to view the company as not truly believing in its product, policy, or its people. And if the image is not corrected (from retention mismanagement etc.) the end result will be that said company is viewed as one that is constantly trying to gouge and scam subscribers at every opportunity.
4) Even though AT&T does not want to lose subscribers, it knows that preventing such is impossible. At the same time, it must try and mitigate the damage in as consistent manner as possible, while paying close attention to the aforementioned.
1) AT&T has higher overhead (at this point in time than the other carriers) due to other partnerships, building, etc.
2) While there may be a retention policy in place for customer service reps to view, said policy is rather vague and left (ultimately) to the discretion of local management, which has to weigh said policy against other customer / employee quotas. As such, there is very little room for negotiation between the customer service reps and the subscriber.
3) Acquiescing to every customer call for a lower rate negatively affects the dollar line as well as the customer perception line. Customers (and prospective customers) will come to view the company as not truly believing in its product, policy, or its people. And if the image is not corrected (from retention mismanagement etc.) the end result will be that said company is viewed as one that is constantly trying to gouge and scam subscribers at every opportunity.
4) Even though AT&T does not want to lose subscribers, it knows that preventing such is impossible. At the same time, it must try and mitigate the damage in as consistent manner as possible, while paying close attention to the aforementioned.
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